Customer Service Sr Manager (RCS I )

Santiago de Chile, Región Metropolitana, Chile DHL Express req84735 11/10/2019
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The overall purpose of this role is:

• To lead, implement and continuously improve customer services effectiveness and efficiency plans based on COE fundamentals
• To drive a customer-centric culture across the country / functions that will ensure best-in-class service is delivered at every customer touch point

The main responsibilities of the position are:

  • Serve as the Key contact point for the complex level of customer escalation issues, for serious shipment related incidents and follow up on issues.
  • Provide functional leadership for the customer service Agents (Front / Back Line)
  • Conduct reviews and assessments of CS processes, performance measurements, people Performance to ensure alignment to regional guidelines and practices and COE Procedures.
  • Identify performance shortfalls and provide guidance on remedial steps.
  • Provide expertise to CS Supervisor and CS Staff on overall goals and measurements.
  • Provide training to the CS Staff  the processes that lead to Service Excellence.
  • Review all KPI targets and provide guidance to CS Staff to achieve higher order results or take actions to address shortfall
  • Drive implementation of Regional and Global CS Program to meet agreed timelines and achieve agreed targets
  • Review progress reports and devise action plans to maintain optimum performance or address weaknesses
  • Manage cross-functional activities to drive Customer Service Improvement based on root cause analyses of surveys, customer claims & complaints and customer focus groups.
  • Develop a culture of quality, service excellence (for internal customers), flexibility and cost consciousness
  • Develop team spirit, multitasking capabilities, and training planss to create a highly skilled team
  • Develop IKOs/KPIs with team members and monitor individual performance
  • Manage allocation of resources and commitment of staff to achieve Regional, Area and Country targets

Education, Experience and soft Skills:

  • Educated to University Level; Bachelor Degree or similar level obtained through experience.   
  • Master Degree (preferable)
  • Spanish native speaker
  • Excellent written and oral communication: fluent in English.
  • Fundamental Leadership & People Management,
  • 3 to 5 years of Experience:
  • Built a understanding of DHL products and services, within the Area including an appreciation of the competitive positioning of each.
  • Management of multi-contact Customer Services organization in a country.  
  • Managed Customer Services continous improvement programs, i.e., process, KPIs.
  • Demonstrated in-depth understanding of the Customer Services industry trends

Zahlen und Fakten

  • Geschäftsbereich

    DHL Express Chile

  • Beschäftigungsart

    Unbefristet Vollzeit

  • Arbeitserlaubnis erforderlich


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